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September 14, 2026
Customer Experience Transformation: 2022-23
Customer Experience
Research Study
Research Advisory Service (RAS)
Communications Plaform as a Service (CPaaS) / APIs
Contact Center as a Service (CCaaS)
Contact Center Platforms
CRM / CDP
CX Analytics
CX Assurance
CX Vision & Leadership
Interaction Analytics
Interaction Channels
Workforce Engagement Management (WEM)
Workforce Optimization
Summary
Author: Robin Gareiss, CEO and Principal Analyst
Agenda
- About Metrigy & the Study
- Business Priorities & CX Transformation
- CX Spending
- Vendor Relationships and Buying Roles
- Workplace Trends
- Agent Update
- Technology Adoption
- Digital-First Strategy
- Integration
- Self-Service
- Security and Management
- Analytics
- Architecture
- Carrier Model
Author(s)
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